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  1. 1. ==== ====check out the mobile ====Benefits of Fixed Mobile ConvergenceThere are three types of savings an organisation can make from a convergent solution: call costs,infrastructure and productivity.Savings delivered through convergenceAlthough call cost savings are the easiest to measure, they provide the least scale for savings.More benefits can be derived through infrastructure efficiencies and productivity.Infrastructure savings are delivered through fixed-line replacement strategies and green field sitedeployments. This impacts the CAPEX and ongoing OPEX requirements of owning a fixed andmobile fleet.Productivity and improved business processes, whilst providing the greatest opportunity fororganisations to derive benefits from convergence, are also the hardest to quantify. For example,while a converged voicemail solution may save an employee five minutes of effort a day, the realbenefit may not directly be derived through having an extra five minutes for productive work. Thebenefits may, in fact, be delivered through customer satisfaction and repeat business as a result ofimproved response times. However, most businesses now measure customer satisfaction as akey performance indicator. Therefore, the increase in productivity and potential process re-engineering which can be achieved will have a positive impact on customer satisfaction levels.Benefits includeExtending fixed line call features to mobile handsetsReducing call costsImproving the responsiveness of the businessDelivering control - for instance, for compliance with FSA regulationsReducing duplicationEase of extending capacityImproving productivityThe use of converged solutions also enables the workforce to be more productive throughfunctions such as mobile access to direct dial extensions and conferencing. Employees are able torespond faster to voicemails, and benefit from reduced telephone tag as they are able to answermore calls first time. Specific productivity gains are illustrated by the following examples:Consultants within a Healthcare Consultingcompany achieved a 10 to 15% productivity gain as a
  2. 2. result of reduced telephone tag.Carers at a Home Care Servicescompany achieved time savings of 60 minutes each day peremployee due to fewer voicemails, more calls answered first time and reduced telephone tag.A specialist call centre within a Travel Insurancecompany handled 25% more calls as a directresult of increased responsiveness of staff.A Universityachieved one hour time saving per day for IT support staff, minimising delays inreaching colleagues to issue job instructions or resolve issues.Within a Hospital, nurses were able to save at least 10 minutes each time they retrieved patientresults, by being able to access and check results irrespective of location within the hospital.Productivity benefits can be relatively difficult to quantify and are best addressed on an individualbasis. However, financial savings can be found by calculating, for example, the number of minutessaved per day through enhanced communications and business processes (e.g. time wastedunnecessarily visiting office to pick up desk based voicemails or job schedules). In addition, theability to rapidly and consistently answer enquiries and client calls can ensure that a client isgained and maintained owing to a better standard of service.Although more difficult to measure, research has shown that softer benefits can lead toquantifiable revenue, customer satisfaction, customer retention, and work rate or cost savingimprovements for enterprises.One simple solution is a feature rich Business SIM enabling Voice, SMS & Data 3G and HSDPAwhilst roaming. This mobile SIM provides the business with full control over calls and texts, bothnationally on the hosted network and whilst Roaming. In addition, the SIM provides connectivity todefined private mobile networks and access to a common core for application activation.The mobile is enhanced by providing short code dialling to other extensions in the business andsupport for the same feature dialling provided on fixed line handsets, enhancing applicationintegration.Number PortabilityThe MNO or MVNO provides for number portability and ensures that users can maintain theirexisting phone numbers and avoids any disruption to the dialling experience for the end user; nouser training is required.Data Support.Idealy the network fully supports data options providing internet and mail connections. AccessPoint Names ( APNs) are provided for network supported applications such as Push-to-Talk (PTTRoamingSubscribers naturally expect the same service capabilities when travelling abroad as they do when
  3. 3. registered onto their home network. We aim to avoid complicated methods to make a call whileensuring subscribers can use their account when roaming internationally. Ideally, they want to beable to dial straight from their mobile contacts list without having to edit numbers in order tospecify the correct country code.CAMEL Customised Applications for Mobile network Enhanced Logic support means that, as longas the international network supports CAMEL, the user dials as normal. When CAMEL issupported, we can guarantee a seamless prepaid roaming experience. Costs are, typically, lessthan normal call rates and this solution ensures call recording as required for FSA compliance isstill delivered while travelling in CAMEL countries.CAMEL Call Back This solutions means that the caller makes a call as normal and the call isdirected to the platform. The call then drops for a short period. The platform then immediately ringsback both the caller and the destination number and connects the two parties. This solution isCAMEL dependent and ensures a lower call rate but it also incurs a slightly longer connectiontime.Roaming will enable connection even when no CAMEL network is available. The call is made overthe local macro network selected for the strongest network signal in the area. Call charges are atthe standard country rates. This solution guarantees connection but will not ensure call recordingwithin FSA regulations and will, potentially, incur the highest call rate.Landline Number in the SIMThe SIMs can support both mobile and landline numbers which enables a mobile phone to hostboth a standard landline DDI (number) and a mobile number simultaneously.Choice of HandsetIt will support a wide range of handset models and, since it is independent of Smartphoneoperating systems, it is unaffected by operating system changes.Short Code DiallingAs a result of the call routing presentation at the PBX or hosted data centre switch, short codedialling and feature dialling (i.e. number tagging to request a feature or application support such asrecord/dont record or identification of private calls), are supported.Cost SavingRemoving Business Costs Mobile phone software applications raise a number of management,cost and support issues for business. Furthermore, it is possible for mobile applications to bebypassed, even if this requires the mobile phone to be rebooted. All applications are delivered andsupported centrally from the core; there is no need for support on the individual handsets, all thatis needed is a New SIM card.Savings on Mobile Costs
  4. 4. The outbound call leg is under the control of the business and will, typically, be configured to avoidMobile Network Operator (MNO) charges for national and international calls. Calls, at thediscretion of the business, may be placed:FOC over internal, national and international business networks if they remain on-net or at landline contract rates for off-net calls over PSTN or the businesss chosen carrierInbound calls to mobiles are presented at the PBX and receive a share of the Media TerminationCredits (a credit to the SIM) paid to the Mobile NetworkIn addition this can provide significant savings, in excess of 70%, on international roamingcharges. This is provided by:Use of professional mobile operator Call BackReduced costs as the outbound call leg is under the control of businessApplication Integration from the CoreWill route all calls and messages (SMS) to a common core for switching. This common core mayalso route calls or messages to or through an application platform which, in turn, will activate therequired service for that call or message. This enables Fixed and Mobile calls and messaging touse a common applications platform and, for the first time, ensures that the business requirementsare met without requiring applications on mobile phones.Third Party Business ApplicationsThe common core provides a rich capacity for application integration. The ability to dial shortcodes will enable an integrated application to be activated with the dialled digits feeding theapplication, avoiding the need for the user to enter additional digits. For example, a timeregistration for, say, Time and Attendance or flex time recording or for security staff arriving at alocation might dial a number which indicates the application and the location - the Calling line IDcan identify the caller - all completed in one call.Push-to-Talk (PTT) PTT is a mobile application enabling mobile phones to be used like PrivateMobile Radios (PMR) but with more choice of instruments, including ruggedized phones. PTT is aHosted Service but available locally with a private mobile network. PTT also provides for Health &Safety Lone Worker requirements with the ability to locate using SMS and GPRS.User ApplicationsSupport for a wide variety of user-related applications providing inbound call management, mailand business services for the individual. This means that these services are available from bothfixed line and mobile handsets.Intelligent Number (iN) Intelligent Number supports personal numbering, offering the user theflexibility to choose to deliver their calls to any nominated number that can be dialled, includinginternational numbers. This provides a comprehensive strategy for hot-desking, as well assupporting business continuity / disaster recovery.
  5. 5. iN supports lifestyle management, providing call redirection when not available (e.g. switched off),or by date and time, plus the ability to be notified of people attempting to make contact throughSMS and email notification.In the event that the person called cannot be contacted, the call may be offered to an assistant orteam (e.g. sales team) for answering. The Assistant can have announced the original called partyand, if known, the reason for non-answer, in order to answer the caller appropriately. This servicealso provides for manager-secretary working.Voicemail Corporate voicemail services which include enhanced notification options through emailand SMS integration.Call Recording On-Demand - Press * at any point in your conversation and a recording of thewhole conversation will be captured. This recording will be stored with voice mails and will beaccessible over mobile, fixed phone or PC.Always-on recording for business and regulatory compliance and governance requirements.Integrates the ability to apply call recording to an extension, a mobile or an intelligent Number -this is enforced through routing for both fixed and mobile calls. Call recordings are accessiblethrough a web portal and can be tamper evident and / or encrypted.Financial Services Authority (FSA) requirements for mobile voice and SMS recording. There isconsiderable demand in the mobile market for services to meet FSA requirements for recordingboth voice and SMS. Fioxed Mobile Convergence through the SIM will enable businesses toenforce the recording of both voice and SMS from any company mobile phone through mobilenetwork routing. This solution does not rely on mobile phone software which can be bypassed ordeleted by users.All calls are logged for individuals.Audio Conferencing Pre-booked or instant conferencing facilities provide a cost effective scalableconferencing bridge.Providing ControlWill provide businesses with control over the use of their company mobile. Many mobiles are usedin the workplace when fixed line phones are also available. Using fixed line functionality issignificantly cheaper than mobile, so providing a converged solution allows the business tomaintain control of costs, irrelevant of whether mobile or fixed line phones are used. Privatemobile network deployments bring total control of mobiles and costs into the business, in the sameway as a PBX. The mobile phone incurs costs at the same rate as a fixed phone.Mobile Deployment OptionsThe primary design objective is to converge fixed and mobile networks for businesses, giving themtotal control over their mobile estate, taking control of onward dialling, enabling significant savingson typical mobile costs, integrating applications, and more. This SIM replacement solution willmeet this objective for customers using legacy and IP PBX at the customer premise and where the
  6. 6. customer installs a private mobile network system at their premises.The first customer premise option will enable the customer to converge and control voice; SMS willbe delivered and managed on the host mobile network.The second customer premise option provides for a private mobile network system locatedalongside the customer PBX on customers premises. With this option, the Private mobile networkwill provide a full mobile service and the location and authentication will flow through the mobilenetwork interconnect providing network transparency.Hosted Communications may be engaged, using either of the above options, to provide a serviceto record and manage secure recordings for corporate governance or conformance with regulatoryrequirements and other application services.Customer Premise - MDCA Mobile Direct Connect (MDC) service will trunk all calls from/to the SIM direct to the customerpremise equipment. The calls will be SIP and, in the case of legacy networks/PBXs, a gateway willbe required. SMS will remain on the mobile network and be delivered to the handset. An additionalservice for secure SMS recording is also available.Using MDC, customers with their own legacy PBX or IP PBX, or a network of either or both, will beprovided with control at their PBX over mobile originated calls and calls from off-net to theirmobiles. It is assumed, for this purpose, the customer cannot accommodate nor has any interestin control over SMS. SMS will be delivered and managed on the host mobile network.The platform, interconnected with the mobile networks, will receive in SIP calls for the customerwhich will be routed over SIP trunk(s) to the customer PBX. If the customer wishes to put theonward leg of a call back to the macro network, the call will be sent over the SIP Trunk to theplatform which will place the call onto the mobile network. All other second legs of calls will be atthe discretion of the business, enabling significant savings.Integrators will need to configure the PBX, or PBX network, to provide for short code dialling andany other coded dialling used to connect the calls to applications or services, and then to instigatethe second leg of the call.All calls for mobiles on the same network, should be routed through the platform. Where a networkoriginated call is received from the platform and is returned through the platform, certain rules willapply in order that the call is recognised as a call originating from a mobile on the network.Customers who have a requirement to record SMS may have their SMS messages routed throughthe hosted platform for secure storage and auditing.Customer Premise - private mobile networkPrivate mobile network service deployment will see all voice and SMS (into PMX) trunked to thecustomer premise for delivery through the customer PBXs and over the private mobile networkdeployment. The voice calls will be SIP and, in the case of legacy networks/PBXs, a gateway willbe required. private mobile network will communicate with the National and Global Mobile
  7. 7. Networks through the platform interconnect.Customers with their own legacy PBX or IP PBX or a network of either or both PLUS a localPrivate mobile network will be provided with control at their PBX over voice calls which mayrequire routing into the private mobile network. The private mobile network will communicate withthe platform for the option to distribute SMS messages locally or return to the host mobile network.In addition, the private mobile network system will communicate location and authenticationinformation through the platform for the management of connected handsets within the localprivate mobile network network and host networks.Where the local PBX is an IP PBX supporting SIP extensions, the local private mobile networksystem will use the private mobile network SIP Registration Manager to register mobiles within thelocal private mobile network. Mobiles will be registered on arrival and until leaving the privatemobile network will be treated as SIP extensions on the IP PBX. This close integration will enablemobiles to operate as extensions off the IP PBX and support the local services provided from theIP PBX.Mobiles will transition between macro, micro and back to macro mobile networks automaticallyand seamlessly. SMS messages will be delivered to mobiles either locally or on the macronetwork. Mobiles will have full mobile features and facilities available in the local network.Customers who have a requirement to audit SMS messages without a facility to do so may havetheir SMS messages routed through the hosted platform for recording and secure storage.Hosted Services will provide Private Mobile Extension (PME) services and the full IP CentrexHosted Communications application portfolio for mobile users as well as a mixed integratedmobile/IP Centrex service. Additional services are available, including voice recording and SMSauditing providing standard, encrypted and secure access options compliant with FSArequirements.Already a proven approach to delivering a wide range of cost effective options, the HostedCommunications services can take businesses much further in deploying a fully integratedcommunications platform, developed to maximise availability, increase productivity and improvecustomer experience, resulting in increased customer satisfaction, retention and service revenues.The Hosted Communications platform and the mobile platform are collocated and, for maximumchoice and resilience, connectivity is to many alternative networks. The service utilises resilient IPconnections into carrier networks to deliver voice services.This "diversely connected" principle is applied over the IP and legacy infrastructure through thecarrier network into the hosted platform. This enables the business to effectively manage calls, inthe event that the primary infrastructure is unavailable, by routing calls to alternative destinations.This increases the number of calls answered and increases revenue, whilst also maintaining acentral point for call management and call logs. Furthermore, the deployment of facilities such ascall recording is made simpler, both to network-based devices and off-site destinations, includingmobiles, where the hosted platform is managing the delivery of the call.The Hosted Communications solution offers integrated service options which allow for SIP Trunks,
  8. 8. IP extensions and Mobile Extensions to be provisioned at a single site over a single network, aswell as across multiple sites over multiple networks, utilising a single integrated dial plan.Private Mobile NetworksMobile users can connect to a private mobile network to provide a solution with security, capacityand coverage benefits and further reduce the costs of calls within the private mobile networkrange.Infrastructure and Management SavingsA Private mobile network extension can be seen as a fully flexible and instantly relocatable deskphone replacement. Depending on the type of subscriber and their role, an organisation maychoose to selectively replace fixed line PBX extensions with mobile handsets, providing thepotential to deliver savings on Moves, Adds and Changes as the organisation grows, as well asthe cost to deploy new fixed infrastructure during a PBX upgrade.Within an existing business environment, adding further users to a PBX will incur the costs ofcabling and installation as well as the basic cost of procuring the handset. In comparison, once themicro mobile network is deployed, adding users to a cellular-based network limits these expensesto:The cost of a mobile handset (between £10 and £400 dependant on form and function)GSM Base Transceiver Stations (approximately one per 50 handsets, handling seven concurrentcalls, equivalent to £35 per handset)One caveat, however, is that the average lifetime of a mobile handset is far shorter than that of adesk phone and, as such, multiple purchases may be necessary. In addition, there may bemanagement and maintenance fees associated with the service.Organisational Design Enterprises may wish to move towards flexible working practices such ashot-desking, yet may not have an IP-PBX deployment immediately in mind. A private mobilenetwork and Fixed Mobile Convergence solution can help facilitate this by providing the hot-desking flexibility of an IP-PBX solution without the need for significant (and costly) infrastructuredeployment. Since a private mobile network enabled mobile is active as soon as it has detectedthe micro cellular network, employees are not faced with the challenge of constantly changing theirtelephone location. As a result, the private mobile network can serve as a substitute for IP-PBXdeployment, or a complement if a business wishes to derive other benefits of an IP-PBXdeployment.Enterprises that have deployed converged voice solutions have been able to achieve up to 50%reduction in annualised Moves, Adds and Changes (MACs). This is achieved as they provide newemployees with mobile handsets and gradually moved across to flexi-desking where employeeswere not provided their own desk phone.Developing a Business Case for Fixed Mobile Convergence The benefits are a mixture of hardand soft benefits and, although soft benefits may have the greatest value to the business, hardcost savings are typically needed to create the business case.
  9. 9. The following areas are key to establishing hard cost savings to justify the move to Fixed MobileConvergence..Extend Fixed Line Call Features to Mobile Handsets Extending calling features from a companysPBX to a mobile handset means these features and functions are no longer the sole preserve ofthe office and are available when away from the desk or out of office. Other benefits of this form ofvoice-focused convergence include the provision of single number reach and single voicemail.Subscribers may use a single fixed line number which will also reach them via their mobile, with allvoicemail terminating at the company PBX. Enhanced calling services which were previously onlyavailable on fixed lines, such as call recording and call tracking, may also be extended to mobilehandsets.Fixed Mobile Convergence Mobile enables PBX features and benefits to be accessible via mobilephones, both in and out of the office.Reducing Call Costs Controlling communications costs is a perennial concern for all businesses,exacerbated by the increasing need to provide employees with mobile devices. Overall, thepercentage of employees using mobile devices in Europe continues to increase. The cost of callsis further aggravated by the increasing usage of mobile phones. Fixed Mobile Convergence, whentargeted at appropriate end users who will best benefit from fixed vs. mobile call arbitrage, has thepotential to help businesses curb their call spend.The majority of call cost savings will be from calls to non geographical and international numbers.Improving Responsiveness With only 25% of calls reaching their intended participant first time,improving communications is one of the top three reasons for deploying FMC services. In order toenhance customer service, businesses seek to improve the responsiveness of employees throughquicker access to voicemail, picking up more calls, and allowing customer enquiries to be passedon to the most appropriate employee or team member. Enhancing internal communication is alsoimportant as businesses seek to speed up decision making and boost colleague collaboration inan effort to reduce lead times.Delivering ComplianceThe growing importance of compliance is demonstrated by cases of penalties and legal suitsagainst companies that fail to produce appropriate records. In June 2007 the FSA fined KilminsterFinancial Management Limited £42,000 for not keeping appropriate training and competencerecordsBusinesses record calls for a variety of reasons: to assist with training, to provide evidence of abusiness transaction, or to ensure that a business complies with regulatory procedures. Callrecording is particularly relevant to certain industry verticals such as financial services andhealthcare.The Financial Services Authority (FSA) requires financial institutions to keep records of all tradesand transactions relating to certain types of business. The safest and easiest way of achieving thisis to record telephone conversations between traders and customers.
  10. 10. Voice recording in the Healthcare sector has become an imperative to provide protection againstliability and incident investigation, in cases when inaccurate information has been given to a callhandler.Call recording is a feature of many PBXs but is usually only available on calls made from deskphones. Using a Fixed Mobile Convergence solution enables the call recording feature to beaccessible via the mobile handset, allowing mobile calls to become regulation compliant.Reducing Duplication Enterprises currently suffer from duplication of management fees, with manyemployees incurring both a fixed and mobile management service charge. While fixed-linemanagement charges vary significantly with business size and vendor, many organisations will bepaying around £250 per year for a fixed-line extension, while also paying a mobile servicemanagement fee. Clearly, in any organisation of scale, immediate savings can be deliveredthrough the removal of a fixed-line extension, with the PBX functions becoming extended to themobile.Furthermore, removal of a fixed-line handset can impact the businesses power consumption andincrease its green credentials.Additional Capacity As a business grows, a Fixed Mobile Convergence solution can help ease thepain of incremental changes to the telephony system. First of all, it saves on the cost ofindividually wiring and deploying a fixed-line desk phone, which can cost in excess of £350depending on factors such as building layout, technology and handset type. With a convergednetwork mobile handset, provisioning is much simpler, requiring nothing beyond the installation ofa SIM card.Secondary is the boundary case where an enterprises PBX experiences capacity restraints.Instead of replacing the PBX or adding additional cards (along with the associated deploymentcosts) mobile users can be added.Improving Productivity Financial benefits can be derived from increased employee productivity andcontactability. With improved coverage and the near-ubiquitous presence of mobile devices,employees are able to answer and respond to customer queries and requests, with fewer callsterminating at the voicemail system. Furthermore, increases in communication efficiencies canshorten the decision-making cycle, allowing management to be more responsive and faster acting.The use of converged solutions also enables the workforce to be more productive throughfunctions such as mobile access to direct dial extensions and conferencing. Employees are able torespond faster to voicemails and benefit from reduced telephone tag due to increased percentageof calls answered first time.Although more difficult to measure, research has shown that softer benefits can lead toquantifiable revenue, customer retention, customer satisfaction and work rate or cost savingimprovements for enterprises.
  11. 11. Lesley Hansen is the Group Marketing Director of TeleWare Group Plc, which specialises in thedevelopment and delivery of communication solutions. Lesley joined TeleWare in 2004, bringingover 20 years of marketing experience to the company.For further information please go to Source: ====check out the mobile ====